Client/Product Support Manager - Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: May 7, 2022

Job Description:

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Energize your career with one of Healthcare's fastest growing companies. - - You dream of a great career with a great company - where you can make an impact and help people. - We dream of giving you the opportunity to do just this. - And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. - We live for the opportunity to make a difference and right now, we are living it up.This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 10 leader. Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.In this position you'll play an important and unique role in a high volume, focused and performance-driven support center where the goal is always to effectively resolve advanced technical issues and enhance the customer experience. This is no small opportunity. This is where you can bring your passion for resolving the toughest of issues and driving strategic relationships with a variety of stakeholders while building your career.Training will be conducted virtually from your home. -This position is full-time (40 hours/week) Monday to Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime or weekends. -*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.Primary Responsibilities: -

• Provides leverage point for internal client and product teams to bring together resources and resolve highly escalated, time sensitive or complex issues. -
• Work with all relevant stakeholder groups to identify root cause on major issues, tailor messaging for executive/client audiences. Identify and drive future prevention opportunities.
• Proactively manages issue queues across the support organization for assigned client /product groups, drives resolution or further escalation of lagging cases
• Accountable for status and resolution of the most complex and visible issue escalations, at times participating in war rooms or communicating status on an hourly basis until resolution - including both global and client-specific multi-member impacting issues
• Establish strong working relationships with all cross-functional stakeholder groups including engineering, product management, IT, client teams, reporting, eligibility, marketing, third party vendors and any other teams needed to achieve objectives
• Educates client team members on product functionality, how client requirements/configurations are/are not supportable and how they translate into the actual consumer and consumer support experiences. - Attend config reviews and ensure client/product specific information is updated for all levels of the support organization. - Consistently monitor for changes impacting the effectiveness or operations of the group and adjust process, documentation or communication as needed
• Monitor client-specific NPS for trends and identification/driving of improvement opportunities
• Responsible for staying current on industry and Rally product changes, identifying and assessing impacts to client configurations and communicating/mitigating to multiple stakeholder groups including client directly when needed
• Deliver support case reporting and analytics to AMT and clients, both scheduled and ad hoc
• Mentor and assist other support groups to ensure client issues are being worked as effectively as possibleYou'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:
  • High School Diploma / GED (or higher) OR equivalent work experience
  • 2+ years of client management, product management or advanced technical support experience
  • 1+ years of data analytics or trend identification/analysis experience
  • Deep and broad knowledge of all operational business functions of a healthcare consumer/client/product support centerTelecommuting Requirements:
    • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
    • Ability to keep all company sensitive documents secure (if applicable)
    • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet servicePreferred Qualifications:
      • Bachelor's -degree (or higher) in related field
      • 6+ months of experience in IT engineering or IT helpdesk support
      • End to end understanding of how UHG product offerings work together both from a consumer experience and backend systems perspective, as well as predecessor and downstream systemsSoft Skills:
        • Experience presenting confidently to all levels of leadership -or stakeholder groups
        • Aptitude to design, understand and modify business support processes to meet important challenges
        • Strong leadership ability - meaning the confidence to take risks, make mistakes, learn from them, and help others do the same -
        • Strong political and situational awareness, ability to navigate difficult conversations with a variety of stakeholders at all levels of the enterprise
        • Business process minded with strong client engagement/consumer experience skills -
        • Ability to manage workload independently in a fast-paced, ever-changing environment with quickly changing priorities -
        • Self-motivated, organized, passionate and humble. -UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at Learn how Teresa, a Senior Quality Analyst, -works with -military veterans and ensures they receive the best benefits and experience possible. -Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SMColorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $20.77 - $36.88. The salary range for Connecticut / Nevada residents is $22.93 - $40.58. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentivesDiversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.Keywords: UnitedHealth Group, UnitedHealthcare, Optum, healthcare, office, phone support, customer service, billing, training class, now hiring, jobs, career, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO, #YELLOW

Keywords: UnitedHealth Group, Hartford , Client/Product Support Manager - Remote, Executive , Hartford, Connecticut